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Consumer Behavior
Why shoppers prefer chatbots for embarrassing purchases
A study by Jianna Jin and her co-authors shows that non-humanlike chatbots are preferred when consumers purchase embarrassing products.
Fast Company
Consumer Behavior
People prefer chatbots when buying embarrassing stuff
When consumers know for sure they are interacting with a chatbot, they strongly prefer it over a human for embarrassing purchases according to a study by marketing professor Jianna Jin.
Futurity
Consumer Behavior
Consumers prefer dealing with chatbots over humans when buying ‘embarrassing’ products online
The research looked at how shoppers’ desire to avoid embarrassment influenced two types of interactions with chatbots: when a chatbot’s identity is disclosed, and when it is not disclosed and is therefore ambiguous.